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I had a withdrawal of 250zl, leaving me with 70zl in my account. I kept playing and when I lost my funds, I checked my account only to find out that my withdrawal was reversed during the game and added back to my player account. Unaware of this, I ended up losing everything! To me, this is unlawful and dishonorable behavior! When I reached out to the customer support, I was treated as if I were a swindler when it was they who deceived me!

z wypłatę 250zl zostało mi na koncie 70 zł i grałam dalej gdy przegrałam srodki sprawdziłam konto niestety nie było mojej wyplaty została ona cofnięta w trakcie gry dodana do konta gracza i nieświadoma tego nie zauważyłam że przegrałam wszystko !!!! W moim odczuciu jest to niezgodne z prawem i honorowym zachowaniem !!!pisząc do konsultanta zostałam potraktowana jak naciągacz a to oni mnie oszukali!!

Dear EwaDec,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with your withdrawal at the casino.

To help us better understand the situation and assist you effectively, could you please clarify a few points?

• Can you confirm the exact date when you initiated the withdrawal of 250zl and when you noticed it had been reversed?
• Did you receive any notifications or communication from the casino regarding the reversal of your withdrawal before you continued playing?

Additionally, it appears from the forwarded communication with live chat that the payment was reversed by the payment provider, not directly by the casino itself. If you have any documentation or further details related to this, please feel free to share them with me at petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela



Hi EwaDec,

I noticed that your withdrawal request was declined almost immediately, just three minutes after submission, due to a payment processing error.

• Could you kindly confirm if your payment method had been verified before this occurred?
• Additionally, have you successfully withdrawn any winnings using this payment method in the past?

It would be very helpful if you could forward your game history to petronela.k@casino.guru. I’d like to review how much your active balance was when you resumed playing after requesting the 250zl withdrawal.

Thank you.

Dear EwaDec,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.